Lead Architect

The position requires a highly knowledgeable member of a team responsible for designing and implementing Contact Center Solutions and standards that align to business strategy and objectives. The position is responsible for creating detailed solution designs and documentation that supports the development, implementation and operations of enterprise-class contact solutions used by the Contact Center supporting our Contact Center of the Future programs.ESSENTIAL RESPONSIBILITIESLead to provide strategic consultation to business customers in defining or designing business processes, functions and organizational structures, as well as in researching, identifying and internally marketing enabling technologies based on customer capability requirements. Facilitate development of the most complex enterprise business solutions that combine knowledge of particular business processes and issues, general technological options, and process facilitation techniques. Lead and participate in enterprise strategy development, including environmental analysis, opportunity identification, value cases and business innovation portfolio development.Specify and design large or the most complex systems, solutions, networks, infrastructure elements, or processes. Select appropriate design standards, methods and tools and ensures that they are applied effectively. Lead reviews of others’ system design to ensure selection of appropriate technology, efficient use of resources and integration of multiple systems and technology. Establish policy for selection of architecture components. Evaluate and undertake impact analysis on the most complex major design options. Ensure that the system architecture balances functional, service quality and systems management requirements.Use appropriate tools, including models of components and interfaces, to contribute to the development of the most complex architectures. Produce detailed component requirements, specifications and translates these into detailed solutions/designs for implementation using selected products. Provide advice on technical aspects of system development, integration (including requests for changes, deviations from specifications, etc.) and processes. Ensure that relevant technical and business strategies, policies, standards and practices are applied correctly.Select and use tools and methods to establish, clarify, and communicate the functional and non-functional requirements of system users, their characteristics, and tasks. Identify the technical, organizational, and physical environment in which the most complex products or systems will operate. Identify, propose, initiate, and lead significant improvement programs, taking responsibility for the quality and appropriateness of the work performed and the realization of measurable business benefits. Modify existing process improvement approaches and/or develop new approaches to achieving improvement.Lead the resolution of a variety of architecture and business problems and serve as a technical or business lead for highly complex project initiatives.Communicate effectively with all levels of the organization.Manage expectations of customers, partners, and management.Participate in customer walkthroughs and plans; design and technical walkthroughs; and problem resolution and decision making.Interact with departments across the organization as necessary, including the development and interpretation of highly complex requirements for peers and other staff.Maintain an in-depth knowledge of specific technical aspects in the area of expertise and provide expert advice regarding their application. The area of specific expertise may be any aspect of information or communication technology, technique, method, process, product, or application area.Provide leadership and mentoring in the areas of expertise and architecture to their peers, developers, management, and business users including technical expertise, coaching, and ad-hoc training by:Prepare presentations on complex issues in the area of expertise.Present to their peers to ensure consistency with Highmark's strategic direction.Other duties as assigned or requested.EDUCATIONRequiredBachelor’s Degree in Information Technology or closely related fieldSubstitutionsNonePreferredMaster's DegreeEXPERIENCERequired7 years in an IT discipline7 years in a Business disciplinePreferredHealth insurance industry business knowledgeLICENSES AND CERTIFICATIONSRequiredNonePreferredIndustry certifications such as Java Developer, DB2, Cogno, PEGA, Enterprise Architect (SCEA), Project ManagementSKILLSExperience in designing and implementing contact center technologies aligned with business objectives for on-prem and CCaaS environmentsDevelop technology roadmaps that align with business priorities and future initiativesIdentify optimization opportunities in the current environmentResearch and evaluate new concepts in contact center technologiesPartner with business to prioritize programs aligned with critical path strategy deliverablesExperience in supporting multiple customersExperience with Agile is a plus

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